Frustrated

Virgin Active is robbing people me and my mother signed in 2016, but they still deducting on her account. When I called I was told because my mother didn't tell them that she no longer need the contract. How was she supposed to know that when no one called to follow up with her with regards to the contract. I find this is not fair my mother should be refunded all her money. This happened to me once and they doing it again it's day light *******. I spoke to about 3 people and they all were not helpful.